(A customer calls in, unable to connect to wireless internet. I have her navigate to the connection screen.)

Me: “Okay, ma’am. Do you see the name of your wireless network in the list of available networks?”

Customer: “I don’t know which one is mine.”

(I proceed to authenticate the customer and provide the name of her network.)

Customer: “No, I don’t see that listed.”

Me: “It’s possible that your router glitched. I’m going to have you go ahead and power it down.”

Customer: “What’s that?”

Me: “It’s the main box that we install in your home when we set up service. It broadcasts the wireless signal. We’re going to reset it and see if your signal comes back.”

Customer: “I can’t do that?”

Me: “Is it out of reach?”

Customer: “No, I’m at a friend’s house.”

Me: “Ma’am, where are you located at right now?”

Customer: “Las Vegas.”

Me: And where is your router located?

Customer: “Fort Worth…”